Engagement Manager - AI Agents

<p><strong>About Us</strong></p> <p class="p1"><a href="https://www.observe.ai/"><span class="s1">Observe.AI</span></a> is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, <a href="https://www.observe.ai/"><span class="s1">Observe.AI</span></a> enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale.</p> <p class="p1">On a single platform, <a href="https://www.observe.ai/"><span class="s1">Observe.AI</span></a> combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, <a href="https://www.observe.ai/"><span class="s1">Observe.AI</span> </a>delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel.</p> <p><strong>Why Join Us<br></strong></p> <p>As an Engagement Manager for AI Agent deployments, you’ll own how we implement VoiceAI and ChatAI for our enterprise customers - from strategy through execution. Your job is to make every deployment smooth, high-impact, and set up for long-term success.</p> <p>This role blends program leadership, customer strategy, and value realization. You’ll guide complex rollouts, coordinate across multiple teams, manage risks, and ensure every launch delivers clear, measurable outcomes.</p> <p><strong>What you’ll be doing</strong></p> <ul> <li><strong>Lead End-to-End AI Agent Delivery</strong>: </li> <ul> <li>Own AI Agent deployments from kickoff → design → build → testing → go-live → hypercare → optimization.</li> <li>Conduct business and technical discovery to deeply understand customer workflows, KPIs, and success criteria.</li> </ul> <li><strong>Orchestrate a Cross-Functional Delivery Pod:</strong> </li> <ul> <li>Lead a matrixed delivery team including Experience Designers, AI Agent Engineers, and Telephony Engineers. </li> <li>Coordinate with Engineering on feature gaps, technical escalations, and roadmap alignment.</li> </ul> <li><strong>Drive Customer Outcomes Long-Term Success:</strong> </li> <ul> <li>Own the success of multi-phase AI transformation programs. </li> <li>Post–go live, act as the customer’s primary AI Agent program lead - running QBRs, tracking KPIs, and driving continuous value. </li> </ul> <li><strong>Establish Scalable Processes Governance:</strong> </li> <ul> <li>Create and refine playbooks, delivery templates, evaluation frameworks, UAT processes, hypercare models, and best practices</li> <li>Ensure compliance with testing, evaluation frameworks, UAT processes, and deployment checklists.</li> <li>Manage timelines, deliverables, documentation, and cross-functional dependencies for multiple concurrent customer programs.</li> </ul> <li><strong>Customer Enablement Training:</strong><strong> </strong></li> <ul> <li>Guide customers through operational readiness, change management, and best practices for scaling AI within their contact centers.</li> </ul> <li><strong>Be the Face of AI Strategy for Enterprise Customers:</strong> </li> <ul> <li>Present confidently to frontline leaders, IT executives, and C-suite stakeholders.</li> <li>Translate complex AI/technical concepts into business outcomes and guide customers through AI maturity and transformation journeys.</li> </ul> </ul> <p><strong>What you'll bring to the role<br></strong></p> <ul> <li>5+ years in enterprise customer delivery, professional services, program management, or consulting (SaaS, AI, CX, digital transformation, or contact center domains preferred)</li> <li>Proven success leading complex enterprise implementations with cross-functional and executive stakeholders.</li> <li>Strong understanding of contact center KPIs like containment, AHT, CSAT, ... (truncated, view full listing at source)